Senior Director, Revenue Operations

Summary

Join Customer.io as their Sr. Director of Revenue Operations and become a key member of the GTM executive team. You will own the optimization and alignment of revenue generation processes across various departments. Leverage your expertise to build and evolve the Revenue Operations Strategy, identify opportunities, and implement best practices. You will lead GTM annual planning, oversee the annual operating plan, and develop reporting infrastructures for key KPIs. Utilize data analytics to track revenue performance and inform strategic decisions. Lead and mentor the revenue operations team, fostering a culture of growth and accountability. This role requires extensive experience in revenue operations, team leadership, and data analysis within a B2B SaaS environment.

Requirements

• 10+ years of experience leading the operations function for Sales, Partnership Programs, Technical Support, and Customer Success teams, with a strong focus on driving operational excellence and revenue growth
• 7+ years of experience leading teams, including managing direct reports
• Recent experience supporting the scaling of a growth-stage B2B SaaS company, helping a business grow from $75M to $250M ARR
• Proven experience leading both pre-sales and post-sales operations, including Sales, Partnerships, Marketing, Technical Support and Customer Success teams to create seamless processes across those functions and drive results
• Excellent leadership and communication skills, with the ability to influence and collaborate effectively across departments and with executive leadership
• Demonstrated success in developing and executing operations strategies that align with business goals and support revenue growth
• Strong analytical skills and proficiency in data analytics tools, with a focus on data-driven decision-making
• Proven ability to build and maintain strong relationships, influence key stakeholders, and collaborate across all levels of the organization, both internally and externally
• Expertise in data management, visualization, reporting, and utilizing insights for strategic decision-making
• A track record of articulating sales, business operations, and strategic concepts to diverse audiences, including executive leadership

Responsibilities

• Play a critical role in orchestrating our go-to-market (GTM) strategy, execution, and measurement of performance
• Lead the development and execution of revenue operations strategies to drive sales productivity and aligns to the company's growth objectives
• Oversee the annual operating plan, target setting and tracking, and the production of Quarterly Business Review (QBR) materials
• Lead GTM annual planning processes including ownership of account segmentation, capacity / coverage modeling, org planning, territory mapping, compensation design, quota setting, rules of engagement
• Ownership of Revenue Enablement (Sales + CX), responsible for developing program roadmap including, onboarding, upskilling customer facing teams, product trainings, ongoing system / process trainings to enhance field productivity
• Collaborate with cross-functional teams to ensure alignment of goals, processes, and initiatives to drive business success
• Define and develop reporting infrastructures for key KPIs across Sales, Account Management, Customer Success, and Technical Support, building automated dashboards and instilling rigorous review cadences
• Utilize data analytics and performance metrics to track and analyze revenue performance, identify trends, and uncover insights and opportunities to inform strategic decisions
• Conduct whitespace analysis and provide strategic leverage to drive expansion within the customer base
• Orchestrate Customer Journey Mapping, coordinating with Product, Marketing, Sales and Post Sales. Reinforce Sales and Post Sales behavior through a CTA based environment (via Salesforce & Planhat)
• Drive process excellence across sales, marketing, and customer experience functions, including CRM (Salesforce), CPQ, and Planhat processes
• Oversee the implementation and optimization of revenue management software and systems to support sales effectiveness and efficiency
• Manage and optimize GTM systems and infrastructure to support scalable growth
• Leverage artificial intelligence technologies to enhance go-to-market (GTM) insights, improve metric tracking, and streamline reporting processes, enabling more informed decision-making
• Provide leadership and guidance to the revenue operations team, fostering a culture of growth,collaboration, and accountability
• Instill a culture of performance within the RevOps team, fostering a mindset of ownership and continuous achievement of all team objectives
• Stay informed about industry trends, best practices, and emerging technologies related to revenue operations, and recommend innovative approaches to drive continuous improvement

Preferred Qualifications

• Experience navigating the IPO process
• 5+ years of Experience with CRM systems such as Hubspot or Salesforce, and familiarity with tools like CPQ (Dealhub), and sales execution platforms (Clari, Gong, 6sense, etc.)

Benefits

• Unlimited PTO - we encourage at least 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 16 weeks paid parental leave (including adoption and foster care)
• 100% paid insurance premiums for you and your dependents
• 401k retirement matching - up to 5% dollar-for-dollar match to retirement contributions
• $1,500 annual healthy lifestyle budget (for gym memberships, classes, fitness equipment)
• $250/monthly Remote Work Stipend to be used for home internet, cell phone, and other miscellaneous remote work costs
• $300/month co-working space rental reimbursement
• $2,000/yearly professional education budget for conferences, courses, workshops, books, etc
• $1,500 home office budget to make sure your working space is ergonomic and just what you need to do your best work!
• One month sabbatical after five years at Customer.io
• Opportunities to meet in person with your peers throughout the year